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Automation & AI Roadmap

How we’re building smarter, faster IT for our clients. Here’s what we’ve shipped, what we’re working on, and where we’re headed.

Completed

Foundation

  • Client Portal & Self-ServiceSubmit tickets, check status, access your documentation, and handle common IT tasks like password resets and group changes without picking up the phone.
  • Automated Onboarding & OffboardingNew hires get their accounts, email, licenses, and security settings configured automatically. Departing employees are securely offboarded the same day, with no loose ends.
  • Teams & Email AutomationCreate and update support tickets directly from Microsoft Teams. Block malicious senders, manage forwarding rules, and release quarantined emails from a single request.
  • Security & Access AutomationAutomated alerts when new admin accounts are created, instant account lockouts when needed, and AD account recovery, so your team is protected and back to work fast.
  • Software Deployment & UpdatesApplications like Bluebeam are installed and updated automatically across your team. No more chasing individual machines or waiting for a technician to push an update.
In Progress

Expansion

  • Expanded Self-Service CatalogMore of the routine requests your team makes, like license changes, mailbox permissions, and device reboots, available on-demand without a support ticket or wait time.
  • AI-Assisted SupportAI helps our technicians resolve your issues faster by suggesting solutions, surfacing relevant documentation, and routing your request to the right specialist the first time.
  • Tailored Workflows for Your FirmCustom automations built around the specific tools and processes your firm uses, so repetitive IT tasks are handled automatically and your team stays focused on project work.
  • Automation Impact VisibilityRegular reporting on what our automations are doing for your firm: time saved, issues prevented, and how your IT environment is improving quarter over quarter.
  • Managed AI Security & GovernanceAs your firm starts using AI tools, we help you do it safely. We’re building a managed service around AI security policies, data governance, and compliance, so your team can adopt AI with confidence and without risk to client data or project IP.
Future

Full Autonomy

  • Zero-Wait ITRoutine requests handled instantly so your team never loses billable time waiting on IT. Complex issues still go straight to a senior technician who knows your environment.
  • On-Demand ReportingYour primary contacts can pull technology reports, budget forecasts, and roadmap updates on the spot, without scheduling a meeting or waiting for a quarterly review.
  • Proactive Issue PreventionAI that monitors your environment, detects patterns, and resolves potential problems before they affect your team. Fewer disruptions, fewer tickets, more time on project work.
  • Executive AI & Automation BriefingsA regular briefing built for firm principals and operations leaders, covering what AI and automation are doing across your environment, what’s changing in the industry, and what to be thinking about next. Strategic insight, not technical noise.
  • AI Integration ConsultingHands-on guidance for firms ready to bring AI into their design, engineering, and project delivery workflows. We assess where AI fits, help you adopt the right tools, and make sure your infrastructure and data are ready to support them.
  • Custom Solution Development & SupportWhen off-the-shelf software doesn’t fit your workflow, we build it. Custom applications designed around how your firm actually operates, fully managed and supported by our team from development through ongoing maintenance.

A note from our founder

Why we’re building this

When I started Resolved, the bar for managed IT was low. Pick up the phone, fix the issue, close the ticket. That was the whole game. But that model doesn’t actually move anyone forward. It just keeps the lights on.

We decided early on that we wanted to build something different. Not just a help desk, but a team that’s constantly working to make itself faster, smarter, and more proactive. Our strategy has three keystones: automation and AI, an intentional customer success philosophy, and genuine fractional CIO service. They’re not separate initiatives. They reinforce each other.

Automation and AI aren’t buzzwords for us. They’re how we deliver on the promise we make to every client: that working with us should feel like having your own internal IT department, minus the overhead. And we’re not just automating the routine stuff. We’re building AI into the way we detect, diagnose, and resolve issues, so problems get smaller before they reach your desk.

This roadmap is our commitment to transparency. We want you to see what we’ve built, what we’re building, and where we’re going. If you have ideas or feedback, we want to hear it.

Reid McConkey
Founder & CEO, Resolved

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